Age of Indiependence

If you aren’t giving your customer service team a quantifiable measure of their performance, you could be in danger of extending trust without clarity. In this episode of the Age of Indiependence podcast, hosted by Katlyn Eggar, find out which Top 5 indicators you can score to drive client success.

Episode Highlights:

• Katlyn shares the first mistake that makes your customer service department vulnerable. (0:34)
• Katlyn explains why accountability is all about visibility because without seeing the right data, customers can feel unsatisfied. (05:51)
• Katlyn mentions that we should write down the when, why, and how many. (8:08)
• Katlyn shares why not scoring for performance on your customer service team could also make your agency vulnerable. (11:11)
• Katlyn shares five targets that touch on what you don’t want to miss for your agency scoreboard. (14:03)
• Katlyn suggests that not giving your team members a score or a quantifiable measure of their performance, could lead to the danger of extending trust without clarity. (17:25)
• Katlyn shares that the fifth metric will help you know when you need to provide more coaching to your team. (19:30)

Key Quotes:

• “If you’re not giving your team members a score or a quantifiable measure of their performance, you could be in danger of extending trust without clarity. Anytime you extend trust, pause to make sure you’re extending clarity” – Katlyn Eggar
• “We shouldn’t assume that the coverages the client chose when they first purchased a policy are the coverages they still need today.” – Katlyn Eggar
• “If you’re trying to improve your agency’s retention, it starts with your team and your people and just knows that there are quantifiable things you could use as indicators to figure out how well your service team is doing.” – Katlyn Eggar

Resources Mentioned:

• Reach out to Katlyn Eggar
• Quantum Assurance International